Job Description

The Senior Executive - Customer Care (After Sales) will be responsible for delivering a seamless, high-quality post-purchase experience to all Mulmul customers across online and offline channels. This role ensures timely resolution of service requests, manages exchanges/alterations/complaints, returns and upholds Mulmul's premium brand standards in every interaction. The person will act as the bridge between customers, retail stores, operations, and internal teams to create a smooth and satisfying after-sales journey.

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Key Responsibilities

1. Customer Query Handling

Manage all post-purchase customer queries via calls, WhatsApp, emails, and social platforms.

Provide clear, polite, and solution-oriented communication aligned with Mulmul's tone of voice.

Maintain low response & resolution TAT as per company SLA.

2. After-Sales Case Management

Handle order-related concerns such as size issues, defective products, alterations, damages, exchange and return requests.

Ensure proper documentation of cases in CRM or internal trackers.

Follow up with relevant teams until closure and keep customers updated at each step.

3. Coordination With Internal Teams

Work closely with warehouse, logistics, retail stores, and QA teams to manage replacements, pickups, repairs, or refunds.

Track deliveries, pickups, and ensure smooth operations related to after-sales services.

4. Quality Control & Issue Identification

Flag recurring product or quality concerns to QA and Production teams.

Share weekly insights to help reduce future after-sales issues.

Ensure that customer complaints are closed only after confirming their complete satisfaction.

5. Process Compliance & Documentation

Maintain accurate logs of all interactions and cases.

Ensure that all cases are handled as per SOP and within defined timelines.

Assist in improving after-sales SOPs when required.

6. Reporting & Analysis

Prepare daily/weekly/monthly MIS reports on after-sales cases, common issues, resolution time, and customer satisfaction.

Provide recommendations to minimise customer complaints and improve service quality.

7. Building Customer Loyalty

Go the extra mile to provide a warm and supportive experience that strengthens customer trust in Mulmul.

Promote brand values and ensure every interaction reflects the premium nature of the brand.

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Key Skills & Competencies

Excellent verbal and written communication skills.

Strong problem-solving approach with empathy and patience.

Ability to handle difficult customer situations with calmness and maturity.

Skilled in coordination and follow-through across departments.

Good understanding of fashion retail processes (online + offline).

Proficiency in Excel and CRM tools.

High ownership and accountability.

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Qualifications & Experience

Graduate in any field; preference for candidates with specialization in communication, hospitality, or retail-related areas.

2-4 years of experience in customer service/after-sales, preferably in the fashion or lifestyle industry.

Experience in handling premium customers is a plus.

Job Type: Full-time

Pay: ?35,000.00 - ?45,000.00 per month

Work Location: In person